Job Description
Senior Customer Success Manager
As a Senior Customer Success Manager at Blink you’ll be responsible for supporting a portfolio of partners and their customers from onboarding through to renewal
.
By having an intimate understanding of your partners, their objectives and their customers you’ll help them to maximise the value they get from the Blink Parametric suite of products and services and grow product usage, engagement and footprint across your partners portfoli
o.You’ll provide both partner and customer insight back into the Blink business, identifying areas for improvement and opportunities to add more value through product enhancement, innovation or the broader Blink product suit
e.Working together with the Customer Success Support Manager you’ll be responsible for the management of escalations, working cross functionally to ensure they’re resolved to the Partners and their Customers’ expectations; using learnings to improve overall product performanc
e.
Key Accountabilit
ies
Partners and their custom
* ers Responsible for the support of Partner’s throughout the customer journey providing maximum value via onboardings, regular review and engagement calls and renewal and upgrade conversati
* ons.Ensure clear Partner relationship goals are established and tracked throughout the partner lifecy
* cle.Responsible for ensuring that partners and their customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer ne
* eds.By understanding your partners, their products and customers together with the account director you’ll expand revenue in accounts through the broader Blink product su
* ite.Working together with the broader Blink team you’ll drive the partner renewal process, incorporating your partner’s and their customer’s needs to drive win / win outcomes and grow the value of your portfo
* lio.Gather both end customer and partner insights to feed into the Customer Success change plan to enable a holistic approach to product and process improvem
* ent.Prescriptively guide partners towards proven / recommended approaches to satisfy their business n
* eedsDrive usage and engagement with structured MI through partner portals to not only deliver maximum value for Partners but also encourage engagement with Blinks solutions and encourage future loy
* altyReduce churn and drive new business growth through greater advocacy and reference abil
ity.
Risk Manag
* ement
Champion, lead, monitor and embed a culture of strong internal control and risk management throughout your areas of responsib
* ility.Ensure that control deficiencies and risk impacts are escalated so that root cause analysis can be performed and remedial actions
* taken.Comply with all Company policy and proce
* dures.Comply with all regulatory procedures applicable to the
* role.Report any information security incident, weakness or malfun
ction.
Skills & Kno
* wledge
Strong communication and presentation
* skills.A strong empathy for customers and their desired o
* utcomes.Strong background (5+ years) in cyber protection, cyber monitoring and / or adjacent ve
* rticals.Good interpersonal skills, a professional approach and the ability to quickly develop credible working relati
* onships.A strong understanding of maintaining multi-year customer relationships increasing growth through outcomes and
* revenue.Knowledge of parametric technology and campaign management
methods.
E
* xperience
5 years+ experience in a B2B or B2B2C customer relationship manag
* ement roleDemonstrable experience in building successful customer relationships, including clear evidence in successfully securing
* renewals.Proven stakeholder management across a
* ll levels.Experience of working in the travel industry desired but not
expected.